MOD 012: Earn race customers for life

Merchants of Dirt Episode #12

You must be deliberately focused on creating the most positive experiences you can manage for every customer you come in contact with. By using The Disney Approach is an example of a customer service strategy, can you rely on a formula that has 50-years of proof to back it up.

Key Take Away #1: How to retain customers for life with the Disney Way

Racing is a people business or the business of managing people’s expectations.

People expect you to provide a certain level of performance and service during each one of your events.

If you’re disorganized, indifferent, or snobbish, you can form your own expectations about your business very quickly — you can expect to not have any customers.

No customers, no business.

When I say that racing is a people business, what I really mean is that you need to put every effort into finding ways to retain customers.

You must be deliberately focused on creating the most positive experiences you can manage for every customer you come in contact with.

The Disney Approach is an example of a customer service strategy that has 50-years of proof to back it up.

You cannot argue with 50-years of dealing with every kind of customer under the sun.

That is why The Disney Approach is a perfect example for you to model our own customer service strategy after.

You’re not going to become Disney, that would be unrealistic.

But you can emulate Disney’s approach by re-aligning your business to help you also retain customers for life.

Fortunately, The Disney Approach was not created overnight, so give yourself some time to take all of this in.